Liberty Recruitment Group is proud to be working with a fantastic Managed Service Provider who are looking for a 1st Line Support Engineer to join their growing helpdesk team. Located in Waterlooville, with hybrid working available (3 days a week in office) you will be the first point of contact when a customer has a technical issue. You’ll use your inquisitive and technical capabilities to question, troubleshoot and diagnose or escalate their issues, whilst always providing superb customer service. Responsibilities include: * Supporting customers via telephone and email to troubleshoot and perform initial diagnosis of issues. * Prioritise incidents based on customer impact and urgency * Document recurring issues and share with the team * Monitor system performance metrics * Maintain communication with the customer, escalation routes and wider team on any issues. * Support and uphold the company’s Information Security Management System in line with ISO regulations. To be successful in this role, you will need: * Previous commercial experience in a technical support role, ideally within an MSP * Experience supporting Microsoft Windows and Apple Mac devices * Prior support and management of Microsoft 365 products, including Exchange, SharePoint, OneDrive and Intune * Experience with Azure * A basic understanding of networking including DNS, VLANs and connectivity issues * To be customer focused with a desire to provide excellent customer services * An understanding of ITIL is beneficial * Any computing certifications would be beneficial What’s in it for you: * Hybrid working (2 days a week remote) * Private Healthcare * Special Leave for birthdays and Christmas * Casual Fridays with complementary breakfasts and afternoon drinks * Volunteer Days * Company Pension If you have the skills and availability to succeed in this role, please get in touch with Meg at Liberty Recruitment Group to discuss further